In a hotel, you can't always say ‘yes’ to everything. No upgrades available, hotel fully booked, late check-out refused, children not allowed in the spa, no tables available in the restaurant, change in pricing policy... No is part of everyday life. But between a “no” that hurts and a ‘no’ that builds trust, the difference can be summed up in one word: interpersonal skills (savoir-être).

In the hotel industry, every detail counts when it comes to providing a memorable customer experience. Security staff, often perceived solely as guarantors of safety, actually play a much more subtle and decisive role. Often the guest's first point of contact with the hotel, they embody both vigilance and hospitality, combining authority and kindness.